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Customer Operations Lead
Full-time
You'll own the operating system behind one of Mexico's fastest-growing fintech support teams: the workflows, quality systems, and AI tooling that let agents handle increasingly complex cases at scale. This role owns the operating rhythm, quality, training, and the AI systems that keep agents performing consistently.
What You'll Work On
Build the operating system: design how tickets get sampled, how agents calibrate against quality standards, and how new hires ramp.
Own quality using AI-generated CSAT scores, sentiment analysis, and BLAST scoring to evaluate agent performance.
Run the data layer in Metabase, tracking first response rate, average handle time, tickets per hour, and agent-level quality.
Take functional oversight of the frontline through structured 1:1s, coaching, and escalation handling.
Why You Should Apply
You've run a high-volume operation (support, fulfillment, logistics, onboarding, or marketplace ops) end to end.
You build with AI, not just prompt it: you've used LLMs to design a workflow, automate a process, or stand up an evaluation system.
You're data-fluent and independent, navigating a BI tool (Metabase, Looker, Tableau) on your own.
You notice details and fix them without being asked, and you can have the hard, data-backed conversation.
